Job Opportunity
This is a strategic, high-visibility position that provides the highest level of escalation for customer issues. It plays a key role in maintaining business relationships and sales opportunities with key customers.
* Driving progress and resolution of critical customer issues falls under this role's ownership.
* The individual will drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Global consistency across portfolio and customers will be achieved through this role's efforts.
Responsibilities
* This role involves engaging and leading cross-functional and geographically dispersed teams to develop and execute action plans addressing critical situations.
* Strong influence and ability to assign tasks and responsibilities effectively are required to successfully achieve all key objectives of the critical account.
* Systemic and pervasive issues related to products and processes will be identified and actions taken to prevent future issues.
Requirements
* Fully fluent written and verbal communication skills in Portuguese, English, and Spanish are necessary.
* A minimum of 10 years' experience in customer-facing sales and service delivery roles is required.
* Past experience as an Escalations Engineer/Manager, Technical Account Manager, Engineering Manager, Customer Support Manager, or similar role is highly desirable.